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MI/Reporting Role Work Force Management Call Center

Tech Mahindra Limited
Job LocationSalford Quays
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

  • Provide routine M.I. accurately and within deadline/ agreed SLA
  • Develop and maintain SOPs for all routine outputs/ reports
  • Provide power point decks for ops to deliver to external and internal stakeholders - customer delivery standard, visual and content
  • Design and deliver ad-hoc reports on request
  • Deliver insight and analysis to provide solutions and drive continuous improvement
  • Provide recommendations with supporting analysis to drive the departmental results
  • Meet client requirements
  • Provide insight on revenue enhancement and resource optimisation opportunities within the Business
  • Ability to identify appropriate points of source data - extract data from various database
  • Organise and manipulate data and translate into operationally presentable/ accessible outputs
  • Ability to handle high level data analysis and data from various sources
  • Strong Analytical skills
  • Maintain data integrity
  • Flexible and pro-active
  • Stakeholder Management - Internal and External customers
  • Work closely with the clients Service Delivery team
  • Flexibility in role - provide cover/ support WFM colleagues when required
    • Applicant’s Specifications:
  • Should have knowledge and experience in Contact Centre Reporting - preferable to also have experience working in a WFM team
  • Good verbal and written communication skills - this role requires interaction with Senior Managers and customers
  • Advanced excel and database skills
  • Previous exposure to Aspect/IEX/BP standard WFM tools
  • Should be sound in his knowledge of Cisco and DAS, or similar systems
  • Should be able to think on their feet to make decisions related to steps which would impact business
  • Understanding of contact centre dynamics, logical thinking, reporting and analysis
  • A reliable team member who is an expert in their field
    • Role Specifications:
  • This role is office based in Salford Quays full time
  • This role may involve occasional shift work that cover the operational hours
    • Required skills
  • Management Reporting
  • Reporting
  • MI Analysis
  • Workforce Management
  • MI reports

    • Keyskills :
    Repting Wkfce Management

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